FAQS
Overview
Conduct Guidelines
What are you doing to protect buyers?
Here's how your personal information and your money are protected on Nuuly Thrift through every step of the buying process:
-Registering with a verified phone number ensures that the only person logging into your account is you. It also means you're only interacting with other buyers and sellers that hold verified phone numbers.
-All payments are processed directly through Nuuly Thrift via our secure third-party financial provider, not an individual seller.
-Listings are continually monitored for inappropriate content, which is flagged prior to or removed after posting.
-Messages between buyers and sellers are continually monitored for harassment, and users are blocked if they violate our messaging guidelines.
-Your personal information—first name, email address and phone number—is not sold to third parties.
What are you doing to protect sellers?
Here's how you and your personal information are protected on Nuuly Thrift through every step of the selling process:
-All Nuuly Thrift buyers are registered users with verified phone numbers, addresses and credit cards.
-Buyers transact directly through Nuuly Thrift via our secure third-party financial provider, which means you will get paid for your sales.
-All payouts and transfers are verified via Nuuly and our third-party financial provider, not each individual buyer.
-Messages between buyers and sellers are continually monitored for harassment, and users are blocked if they violate our messaging guidelines.
-Your personal information—first name, email address and phone number—is not sold to third parties.
How can I have the best experience on Nuuly Thrift?
Here are some ways you can keep yourself and your personal information safe and secure on the platform:
-Report inappropriate listings by tapping the ellipses in the upper right corner.
-Contact Customer Support regarding messaging harassment through the Contact Us button in your Settings.
-Don't take purchases off the platform—because we can't monitor these transactions, we can't guarantee their security.
-Keep your communications on the platform in Messages.
-As a buyer, report valid item or delivery issues directly to us on the Order Details page, not to the seller.
How are you protecting buyers and sellers in Messages?
As a diverse and inclusive community, we want to ensure that everyone has a voice on Nuuy Thrift—one that is kind and respectful to other platform users. To do so, Nuuly Thrift monitors all messages and photos sent between buyers and sellers, which means harassment, nudity, derogatory language and obscenity is not permitted.
You can report messaging harassment by tapping Contact Us in your Settings and providing the username and listing title or order number associated with the conversation.
Messages Guidelines:
-Messages are limited to product and purchase specific instances, which means your conversations should pertain to a particular item or purchase only.
-Didn't get your question answered? Take a look around our FAQs.
-Always keep your tone respectful and kind.
What are accepted item or delivery issues?
We are a final sale platform and only accept valid item or order issues. These include:
-Damaged Item: Items with new or obvious damage that wasn't included in the OG listing photos. (A hole in the sleeve that the seller didn't show?)
-Item Not As Described: Items that definitively do not match the listing description or attributes. (Did you receive a size 27 when they were advertised as a 28?)
-Item Not As Pictured: Items that look very different from the OG listing photos. (Thought you were getting a blue strapless dress and it's red?)
-Wrong Item: Items that are entirely different from what you ordered. (Wanted a vintage pair of earrings and got a brand new necklace?)
-Missing Item: Items not included with your order that should be.
-Damaged Package: Your package and its order contents were noticeably damaged upon delivery.
-Package Not Delivered: Your order still says "In Transit" and the tracking info hasn't changed in 48 hours.
When reporting an issue, we'll ask you to describe the problem and include relevant photos. The same guidelines for Messages apply here, too—no harassment, nudity, derogatory language, or obscenity.
Once Customer Support resolves an issue, the resolution is final.
What guidelines should I follow when I'm listing an item?
Make sure that what you're listing is stuff we sell on Nuuly Thrift—right now, that's Women's, Men's, Kids and Baby clothing, shoes and accessories.
All listing photos should be your own and are actively monitored for inappropriate content. They will be reported and the listing removed if found containing:
-Stock photos or copyrighted images of which the rights are not owned by the submitting party
-Nudity
-Derogatory or discriminatory language, profanity, and/or sexually explicit, abusive or offensive material
-Obscene, sexist or racist material
Your listing descriptions and hashtags are also actively monitored for inappropriate content. They will be reported and the listing removed if found containing:
-Derogatory or discriminatory language, profanity, and/or sexually explicit, abusive or offensive material
-Obscene, sexist or racist material
For tips on how to list something to sell, check out our Pro Tips for Sellers .
Why was my listing taken down?
Listings are removed by Nuuly Thrift if they contain:
-Stock photos or copyrighted images of which the rights are not owned by the submitting party
-Nudity
-Derogatory or discriminatory language, profanity, and/or sexually explicit, abusive or offensive material
-Obscene, sexist or racist material
If you're concerned about why your listing was removed, reach out to Customer Support through the Contact Us button in your Settings.